Customer Service Sales

Yolanda T. Ortiz

*** *. ******* **. ***/***-****

Las Vegas, NV 89107 **************@*****.***

Summary of Skills

• • •

Active Listening Critical Thinking Time Management

• • •

Speaking Gathering Information Organizing, Planning,

• • and Prioritizing

Customer and Personal Active Learning

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Service Orientation Monitoring

• Reading Comprehension

Experience

Appletree Answering Service Anaheim, CA Call Center Specialist 04/2012-11/2012

AT&T “0” Operator 09/2007-11/2009

AT&T “411” Operator 06/2000-11/2007

Confer with customers by telephone or in person to provide information about products or services,

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take or enter orders, cancel accounts, or obtain details of complaints.

Check to ensure that appropriate changes were made to resolve customers' problems.

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Keep records of customer interactions or transactions, recording details of inquiries, complaints, or

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comments, as well as actions taken.

Resolve customers' service or billing complaints by performing activities such as exchanging

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merchandise, refunding money, or adjusting bills.

Refer unresolved customer grievances to designated departments for further investigation.

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Education

Fullerton College Fullerton, CA Communications/Art History 01/1985-06/1989

Mills College Oakland, CA Political Science/Languages 08/1982-12/1984

Alexander Hamilton H.S. Los Angeles, CA Communications/Art History 02/1981-08/1982

Alhambra H.S. Alhambra, CA Communications 12/1979-02/1981

Awards and Certifications

• Commendations for providing excellent customer service

• Prizes won for meeting deadlines and promotion of new sales

References (upon request)

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